Ecosystem Support Specialist (Hybrid)

Motorola Solutions; Westminster (CO); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Job summary

Motorola Solutions is seeking an Ecosystem Support Specialist in Westminster, CO. You will bridge users, engineering, and product teams to deliver an Assisted Experience and ensure service continuity for critical systems.

Responsibilities include collaborating across Support, Product, and Engineering, documenting resolutions, and expanding the knowledge ecosystem with official guides. A strong focus on customer experience across multiple channels and after-hours coverage is required.

Qualifications

• High school diploma or GED required.
• 2+ years in a help desk environment.
• Ability to obtain government background clearance.
• U.S. work authorization required.

Responsibilities

• Collaborate across Support, Product, and Engineering to analyze incidents, investigate escalations, and track outages to locate root causes.
• Document technical resolutions in incident-tracking systems.
• Keep internal teams synchronized with incoming operational changes.
• Author critical knowledge base entries to serve as official guides and training material.
• Share product release notes and feature enhancements across the support framework.
• Provide an exceptional customer experience across voice, email, and live chat workflows.

Skills

Application Troubleshooting

Operating Systems knowledge

Networking concepts

AI prompting workflows

Customer retention

Education

High School Diploma or GED

Tools

Active Directory

Virtualization software

Job description

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Safety and security are at the heart of everything we do at Motorola Solutions. Within the CommandCentral Customer Support Team, we focus on delivering the crucial connections and insights required to keep vital systems running smoothly. We build and connect technologies to help protect people, property and places, ensuring our customers have "Solving for safer" capabilities in every moment they serve.

Job Description

Everything starts with our people. As an Ecosystem Support Specialist, you are a vital link within a close-knit community focused on delivering a premier "Assisted Experience". This role actively advocates for our customers, bridging the gap between users, engineering, and product development. We prioritize an inclusive, supportive environment where you can grow your tech career while contributing to real-world outcomes.

Key Responsibilities

• Cross-Functional Collaboration Manage relationships and collaboration across Support, Product Management, and Engineering groups to analyze incidents, investigate escalations, and track system outages to locate root causes
• Drive documentation and communication of technical resolutions within corporate case-tracking software tools
• Support cross-department updates to help ensure internal teams remain fully synchronized with incoming operational changes
• Knowledge Ecosystem Cultivation Author critical technical knowledge base entries to serve as an official job aid and educational repository
• Expand team capabilities by continuously absorbing advanced software features and technical insights
• Share immediate product release notes and feature enhancements across the wider support framework
• Customer Experience Excellence Provide an exceptional customer experience across voice, email, and live chat workflows
• Participate in an after-hours on-call shift rotation to satisfy strict SLA obligations
• Mentor engineering teammates through formal and informal system training programs to help ensure service continuity

Job Requirements

• Technical Expertise Application Troubleshooting to isolate faults in complex hardware, networking components, and third-party software integrations
• Operating Systems knowledge including Microsoft Windows, Active Directory structures, and virtualization software configurations
• Network Services comprehension involving DNS records, IP addressing schemes, HOSTS routing, and basic diagnostic protocols (A+ or Network+ certifications valued)
• Professional Experience Workload Optimization to structure daily queues, prioritize incoming incident responses, and execute accurate milestone evaluations under tight timelines
• Innovative Technology Adoption including experience applying AI prompting workflows to scale human performance and efficiency
• Customer Retention techniques with a focus on upholding exceptional Net Promoter Scores (NPS) and stabilizing client partnerships

Preferred Qualifications

• Prior experience working directly with Motorola Solutions SaaS architectures such as Flex or Vesta CAD dispatch systems
• Background operating within emergency call handling environments or public safety dispatcher environments

Target Base Salary Range

$65,000- $70,0000 Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• Minimum of High School Diploma or GED
• 2+ years’ experience working in a help desk related environment
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required
• Employer work permit sponsorship is not available for this position.

Travel Requirements Under 10% Relocation Provided None Position Type Experienced Referral Payment Plan Yes

Our U.S. Benefits include

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match 10
• Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions.

MOTOROLA SOLUTIONS OVERVIEW

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Learn more at www.motorolasolutions.com.